Digital Customer Experience in Overdrive

The Hero and the Outlaw: Building Extraordinary Brands Through the Power of Archetypes

Customer Journey Mapping: An introduction

Mapping the Customer Journey

Journey Mapping

The Social ROI: Successful Social Media Measurement From an Agency Standpoint

CX Art and Science

Becoming a Customer Experienci Leader

ZMOT Handbook Research Studies

How Brands Can Optimize Social Strategies with Analytics

The ultimate guide to boosting your social media ROI

The Social CRM

Transforming Your B2B Social Media Efforts Into a Social CRM Strategy

Complete Social Media Measurement Standards

Brandwatch eBook Customer Service on Social Media

Creating a Customer Focused Customer Experience Map

Using CJM for Insight & Improvement - Melton

Grande Guide to Social CRM

Online customer experience. Much more than Web and social networks

Social CEM. Moving Beyond Customer Loyalty to Customer Advocacy